We have a 30-day return policy — you have 30 days after receiving your item to request a return. The 30-day period starts from the delivery date confirmed by the carrier's tracking system. Requests submitted after this period cannot be accepted.
To be eligible for a return, your item must be in the same condition you received it — new, uninstalled, and in its original packaging — and you'll need your receipt or proof of purchase.
To start a return, contact us at support@valleylamps.com. If your return is accepted, we'll send you the return address and instructions on how and where to send your package. Items sent back without first requesting a return cannot be accepted.
HOW TO CANCEL AN ORDER
1. You can cancel free of charge within 24 hours of receiving your order confirmation email, provided the order has not yet entered production — in that case we refund you in full. If the order has already entered production, any costs already incurred will be deducted from your refund (the exact amount depends on the production stage). To cancel, email support@valleylamps.com.
2. Once the product has left our warehouse, the order can no longer be canceled. You may request a return after receiving the item instead.
DON'T NEED A FULL RETURN? WE CAN REPLACE BROKEN OR DAMAGED PARTS
If any part is damaged in shipping, or you find a defect during installation, we'll replace that part free of charge — no need to send the whole fixture back. Email us at support@valleylamps.com with photos and/or a video of the item and your order number.
CAN I RETURN AN ITEM I SIMPLY DON'T LIKE?
Yes. Change-of-mind returns are accepted as long as all of the following are met:
1. The product is not custom-made to your specifications.
2. The return request is submitted within 30 days of delivery.
3. The product is in its original packaging.
4. The product is new and has not been installed.
5. If there are crystals in the package, the crystals are wrapped.
Please note: for change-of-mind returns, return shipping is the customer's responsibility. Because our large fixtures ship in custom crates from overseas, this cost can be significant — so please contact us first for the exact amount before shipping anything back. Returns due to damage, defects, or our error are always free of charge.
DAMAGES AND ISSUES
Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Custom-made items, and products damaged or lost by the customer after delivery, cannot be returned.
EXCHANGES
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
GENERAL RETURN PROCESS
1. Initiate a return: email support@valleylamps.com with photos and/or a video of the item and your order number.
2. We'll respond within 3 business days with instructions. Make sure the product is packed unused, undamaged, and in its original packaging — we inspect the condition of all returned items.
3. Ship it back: once your return is approved, we'll send the return address and instructions. (Items returned without authorization cannot be accepted.) We recommend a shipping method with tracking and a signature.
4. Refund or exchange: we inspect the item within 3 business days of receiving it, then issue your replacement or refund.
RETURN SHIPPING COSTS
If the return is our responsibility — an incorrect, defective, damaged, or wrong item, or a delivery error on our side — we cover everything, including return shipping.
If you are returning for another reason — you changed your mind, ordered the wrong item or size, or provided an incorrect or incomplete address — return shipping is the customer's responsibility, and the original outbound shipping we covered on your behalf may be deducted from your refund. Because oversized fixtures ship in insured crates, please email support@valleylamps.com first and we'll confirm the exact return cost and address before you send anything back — so there are no surprises.
REFUNDS
Once your return is received and inspected, we'll notify you of the approval or rejection of your refund within 3 business days. If approved, the refund is issued to your original payment method within 3–10 business days, depending on your bank.
It can take additional time for your bank or credit card company to post the refund. If more than 10 business days have passed since your refund was approved and you still haven't received it, contact us at support@valleylamps.com and we'll follow up for you.
RETURN ADDRESS
Please contact customer service to obtain the return address:
Email: support@valleylamps.com
Tel: +1 (443) 216-9763
Service Hours: Mon–Sat, 9:00 AM – 7:00 PM (MT)
